Lior Arussy
One of the world’s authorities on customer experience, customer centricity, and transformation, Lior Arussy delivers results. His strategic framework converts organizations from product- to customer-centricity. It is drawn from his work with some of the world’s leading brands: Mercedes-Benz, Royal Caribbean, Delta Air Lines, MasterCard, Novo Nordisk, Walmart and more.Arussy is also the author of seven books, including Next Is Now (May 2018)
2018 has been declared as a year of reckoning by Forrester. At the top of Forrester’s 2018 prediction is the claim that Customer Experience...
Watching the World Cup unfold before our eyes in the last month has been exciting. As a customer strategy professional, I could not help...
I discovered a simple truth after over 150 journeys with clients, working toward transforming their organizations into customer-centric centers and toward delivering exceptional customer...
Following the flooding of my basement, I was quickly introduced to two different companies who handled the same issue in contrasting ways. Quick background: My...
Empowerment is one of those strange management concepts. Every manager claims to provide it in abundance, but many employees don’t feel they have any. How...
In organizations, cynicism arises amid negligence, and it only takes one cynical employee to ensure cynicism will spread into the hearts and minds of...
So you've selected a vendor and conducted an employee engagement study. You've even compared the results to the global benchmark and presented the findings...
A cornerstone of the customer experience revolution, organizations around the world are increasing their investment in soliciting customer feedback. Yet there's one dirty little secret...
You can improve your Net Promoter score, but companies must first take a long, hard look in the mirror. The most common request I...
And here it comes again – that feeling of déjà vu but with a small tweak. If you recall, in the year 2000...
If you are looking for the CliffNotes version of this story it is quite simple – lean on your great heritage and cut costs...
One cannot read the news these days without hearing about the difficulties Groupon, Living Social and the other daily deals companies are facing. It...
A recent Forrester Research report discusses a customer journey mapping phenomena that Strativity Group has also experienced in recent years. Many companies show interest,...
So I got your attention? It seems so. You too are looking for the two golden rules to transform your organization...
Watching the IMF former leader scandal unfold followed by other public figures succumbing to undispicable behavior, I was amazed. What were they thinking?...
Got your attention with this title? No I am not going to write about the theatrics of Lady Gaga and how they raise the...
Here is a quick question to ponder: "What percentage of claims from sales people do you trust?" Is it 100% (just kidding)? 80%? 70%? 50%?…
"We are tired of the entertainment," is the statement we heard from a chief customer officer of a major European mobile provider. It...
So here is how the story goes. The client is asking to conduct a benchmark of their customer experience and compare it to...
Today's Wall Street Journal published another article about how customers who tweet gets their way with vendors. Titled "The Airlines' Squeaky Wheels Turn...